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Business Analyst/e-Services

Company Name:
Sound Credit Union
position
SUMMARY:
The primary role of the Business Analyst/e-Services is to serve as the interface between business units and technology teams to ensure all aspects of electronic banking, including online, mobile, audio banking and future electronic delivery systems and
services
provide superior, accurate, and timely functionality for our members. Ensure the business requirements are captured and documented accurately in order for the optimum solution to be developed to streamline business processes, create efficiencies, and improve member services in the area of eServices (including by not limited to online, mobile, audio banking and future electronic delivery systems). The Business Analyst/e-Services acts as the project
manager
on eServices projects ensuring the project scope is thoroughly documented, tasks and timelines are developed, and thorough testing takes place prior to implementation of new solutions into the production environment. Contribute to the success of the Credit Union by providing superior service according to Sound Credit Union's Service Promise.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide high priority to member satisfaction; act in accordance with Sound Credit Union's Service Promise expectations.
Responsible for project management including requirements gathering, validation, beta testing with a focus on quality, user acceptance performance, routine functionality, deployment, documentation and project closing debrief. Provide product expertise and implementation support.
Assist in the product vision, from inception to deployment, of new eServices product development or product enhancements.
Provide technical troubleshooting and triage support with vendors, Information Technology department and internal departments to address issue and present progress reports.
Assist front line staff with escalated member issues related to eServices.
Provide consultation for design, including functionality, usability, interactive strategies.
Maintain up to date knowledge in current interactive technologies, development trends, strategies, products, and best practices.
Establish and maintain relationships with primary vendors to ensure business needs and priorities are reflected in their product development;
Manage the upgrades, enhancements and/or development of new products & services.
Develop and coordinate test scripts; and execute rollout phases of each eServices software release.
Originate/follow up incident reports to ensure situations are resolved in a timely manner and assist in analysis and problem resolution of hardware and software failures.
Develop & maintain Frequently Asked Questions for staff and members.
Work with Training & Development Specialist to develop and provide front line training on new eServices prior to rollout.
Track and manage enhancement requests.
Work with Marketing to promote eService adoption.
Ensure efficient and effective department operations by providing back-up support to IS Department personnel in performing daily tasks as needed.
Ensure the proper security of the building and premises during all after-hours duties.
Assist with special projects related to field of expertise, as assigned.
REQUIRED EXPERIENCE/EDUCATION/TRAINING/LICENSING
Any equivalent combination of education and experience which provides the knowledge, skills, and abilities required to perform the
job
. A typical way to obtain the knowledge and abilities would be:
Experience: Two years' of experience in financial services; credit union preferred. Two years' demonstrated experience in Symitar preferred. Experience developing software requirement specifications, managing projects, and business process documentation. Experience with Windows Operating Systems and applications in a helpdesk environment.
Education/Training: Two years of college or vocational training in
computer
science or Management Information Technology preferred.
License or certificate: Must be bondable.
REQUIRED KNOWLEDGE AND ABILITIES
To perform this job successfully, an individual must be able to perform the essential duties of this job. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Ability to work regularly scheduled days in accordance with the needs of the Credit Union and the department. Requires "on call" flexibility 24/7.
Ability to work effectively and productively with others.
Ability to deal maturely, professionally and tactfully with difficult members/situations.
Ability to be flexible and responsive in order to provide the highest quality of service to internal and external members.
Ability to understand the particulars of monetary transactions.
Ability to be thorough, accurate, attend to detail.
Ability to work under deadline pressure.
Ability to work independently and as a team member while using discretion in decision making and sound judgment in problem solving.
Ability to attain or have knowledge of financial institution procedures, services and programs.
Computer experience including calculator, PC, database, spreadsheet and word processing systems and software.(i.e., Word for Windows, Excel, and Power Point).
Excellent interpersonal and communication skills, including listening, oral, and written skills.
Must possess and exhibit a high degree of professionalism, maturity, and patience.
Strong organization skills and the ability to manage multiple responsibilities.
Sound Credit Union believes that each
employee
makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but does not limit the incumbent nor the Credit Union to only the work identified herein. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.
HOW TO APPLY:
We offer a professional work environment with a competitive salary and benefits plan. For consideration, interested applicants MUST complete an online application at www.soundcu.com/careers . Pre-employment screening includes a credit check; results should demonstrate financial responsibility. M/F/D/V. EOE.

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